NOC Front Office Specialist.Infrastructure & Operations

Job Purpose

1- 24 x 7 Surveillance across IT & Technical networks.
2- Detect faults/outages and follow up till restoration as per agreed SLA.
3- Open Trouble Tickets for all fired alarms/events on concerned Teams via HPSM.
4- Escalate Incidents as per agreed incident procedure document and generate IR reports.
5- Shift Handover implemented properly

Report To Position Name

IT NOC Surveillance
1. 24 x 7 monitoring of all IT network services (DB, Servers, IN billing and charging,
Infrastructure, Applications, Contact Centre, Middle-ware, Siebel,…).
2. on time detection of faults and follow up till restoration.
3. Create Trouble Tickets and update according to the agreed SLAs.
4. Shift plan & Shift handover implementation.
5. Supervise the service during CR implementation and verify the service status after
implementation.
6. Data collection, Network performance monitoring 24/7.
7. Generate incident reports according to predefined incident severity and escalate to the top
management when required according to approved updated escalation matrix during the incident
with various means notifications (SMS, mail,...)

QUALIFICATIONS_ESSENTIAL

QUALIFICATIONS_DESIRABLE

• Very good communication skills.
• Very good presentation skills.
• Programming skills.
• ITIL foundation

EXPERIENCE_ESSENTIAL

• Support the Change Management process by controlling final execution of all Planned

EXPERIENCE_DESIRABLE

Good understanding of IT technolog

CERTIFICATIONS_ESSENTIAL